Australia's First Dynamics 365 Voice for Customer Service

Bromic Group is a diversified, privately owned powerhouse operating across Australia's plumbing & gas, heating, and commercial refrigeration markets. With over four decades of sustained growth, Bromic has evolved from a distribution-focused business into an engineering and product development leader serving both domestic and international markets.

But their rapid expansion exposed critical technology gaps. Legacy systems couldn't keep pace with modern customer expectations, siloed data prevented cross-business insights, and fragmented processes hindered the scalable customer engagement their growing business demanded.

Bromic reached a pivotal transformation moment—they needed to evolve from a "big small business" to a "small big business." In partnership with Delta Insights and Microsoft FastTrack, they became Australia's first company to implement Dynamics 365 Voice for Customer Service, setting a new benchmark for omnichannel customer experience.

Delta Insights' success with Bromic stemmed from their commitment to deep discovery and genuine partnership. Rather than delivering a standard implementation, the team invested significant time understanding Bromic's unique multi-business unit structure and specific workflow requirements.

Iterative, Bespoke Configuration

The implementation featured iterative development cycles, ensuring each configuration phase aligned perfectly with Bromic's operational needs. This approach enabled tailored Dynamics 365 and Voice solutions that supported complex multi-entity reporting and workflow requirements across plumbing & gas, heating, and refrigeration divisions.

Bromic's transformation delivered both immediate operational improvements and long-term strategic advantages. By becoming Australia's first company to implement Dynamics 365 Voice for Customer Service, they established themselves as an industry leader while creating a scalable foundation for continued growth.

Key achievements include:

• Unified Customer Engagement: All case management and interactions centralized in one system
• Enhanced Reporting: Real-time KPI visibility across all business units using Power BI
• Operational Efficiency: Improved agent productivity and streamlined workflows
• Industry Benchmark: Set new standards for omnichannel customer experience in Australia
• Enduring Partnership: Long-term relationship focused on continuous improvement

Most importantly, this wasn't just an IT project—it was a true business transformation that positioned Bromic for sustained success across their diversified operations while paving the way for other Australian businesses to adopt advanced Voice-enabled customer experiences.